Technical Customer Support Specialist – Level 1

Job description

# **Technical Customer Support Specialist - Level 1** **Who We Are:** Quadbridge is a fast-growing North American IT solutions provider, empowering businesses to navigate complex challenges daily, through strong partnerships with leading technology providers and close collaboration with our team and customers. With locations in Kitchener, Montreal and Vancouver, we strive to create an energetic, fun workplace where ambitious, like-minded teammates collaborate, innovate, and thrive as we continue to grow our national footprint. We are Quadbridge. See how we’re building tomorrow’s solutions, together. ## Role Overview As a Level 1 Support Technician, you will be the first point of contact for technical issues reported by our clients. You will provide remote support across a wide range of technologies and environments, ensuring timely resolution of issues in accordance with defined Service Level Agreements (SLAs). This role requires strong communication skills, technical aptitude, and the ability to manage multiple priorities in a structured and professional manner. This position reports to the Manager, Managed Services. ## **Key Responsibilities**: **Client-Facing Support** - Respond to incoming support requests via phone, email, and ticketing system. - Provide courteous, professional, and efficient technical support to external and internal clients. - Communicate clearly and effectively with non-technical users. **Technical Troubleshooting** - Diagnose and resolve Level 1 issues related to desktops, laptops, printers, mobile devices, and basic networking. - Support Microsoft 365, Windows OS, and common business applications. - Perform basic user administration tasks (e.g., password resets, account unlocks, mailbox setup). **MSP-Specific Operations** - Work across multiple client environments with varying configurations and policies. - Adhere to SLA timeframes and escalate tickets appropriately based on severity and impact. - Document all work performed in PSA tools for billing, compliance, and audit purposes. - Use RMM tools to monitor systems, deploy scripts, and perform remote troubleshooting. **Process & Documentation** - Maintain detailed and accurate ticket notes and client documentation. - Follow established escalation procedures and contribute to knowledge base articles. - Participate in onboarding/offboarding processes for client users. **Qualifications:** **Technical Skills** - Basic understanding of networking concepts (IP, DNS, DHCP, VPN). - Familiarity with Microsoft 365 administration and troubleshooting. - Experience with Windows 10/11 and common desktop applications. - Exposure to RMM and PSA platforms (e.g., ConnectWise, NinjaOne). - Knowledge of endpoint security tools and backup solutions. **Soft Skills** - Excellent verbal and written communication skills. - Strong customer service orientation and problem-solving mindset. - Ability to manage multiple tickets and priorities simultaneously. - High attention to detail and commitment to documentation. **Experience** - 1+ years of IT support experience (MSP experience preferred but not required). - Experience supporting users in a remote or helpdesk environment. - Exposure to ticketing systems and SLA-driven workflows. **Education & Certifications:** - Diploma or degree in Information Technology, Computer Science, or related field. - Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals are an asset. **Why Quadbridge:** - **Invest in Your Future –**Benefit from our RRSP program to help you plan ahead - **Grow With Us –** Take advantage of ongoing professional training and development opportunities. - **Comprehensive Coverage –** A complete health, dental, life, STD and LTD insurance plan - **Top-Tier Equipment –** We provide everything you need to do your best work. - **A Vibrant Workplace –** Join us for monthly social and team building events. - **Perks You’ll Love** – In our Montreal office, enjoy catered breakfast and lunch and a gym. - **Stay Connected** – Eligible positions receive a phone allowance to keep you plugged in. - **Bring Your Best Friend –** Our offices are pet-friendly! *Quadbridge is an equal opportunity employer, committed to diversity and inclusion in compliance with the Canadian Human Rights Act and Employment Equity Act. If you require accommodations under the applicable Canadian laws during the interview process, please inform us, and we will ensure your needs are met* **Work Schedule:** Monday to Friday, 8:30 a.m. to 5 p.m. Full-time, permanent, Hybrid **Salary Range:** $60,000 to $70,000 annually, plus bonus **Application Deadline:** Applications reviewed on a rolling basis. *This posting is for an existing vacancy.*